Customer Service Executive

The Opportunity We are looking for a customer-focused Senior Executive – Customer Service to join our Mercedes-Benz Aftersales team. As one of the first points of contact for our customers, you play an important role in shaping their service experience. Beyond attending to enquiries, you will manage the end-to-end customer journey from welcoming customers into the service centre, understanding their needs, coordinating with internal teams and keeping them informed throughout their vehicle servicing experience. Working closely with our frontline and workshop teams, you'll ensure every customer enjoys a seamless and professional Mercedes-Benz service experience. If you enjoy interacting with people and thrive in a fast-paced environment, we'd love to hear from you. Responsibilities - Deliver exceptional aftersales support by providing a professional, seamless and personalised customer experience throughout the vehicle servicing journey. - Attend to customers' bookings, enquiries, requests and feedback across various communication channels in a timely and professional manner. - Understand customers' servicing and repair requirements, communicate their needs clearly, and facilitate accurate quotations in collaboration with the Service Advisors. - Welcome customers to the service centre, manage their expectations and ensure a smooth customer journey from vehicle check-in through to collection. - Build strong relationships with customers by understanding their needs, providing appropriate solutions and fostering trust through every interaction. - Resolve customer enquiries and service-related concerns promptly by providing accurate information and coordinating with the relevant internal teams. - Liaise closely with the Workshop, Service Advisors and other Aftersales teams to monitor repair progress, ensure timely completion of work and provide proactive updates to customers. - Gather and analyse customer feedback, identify service improvement opportunities and present key insights to Management to enhance the overall customer experience. - Support the Customer Service Manager in reviewing and improving customer service processes, operational workflows and service standards to drive continuous improvement. Requirements - Diploma or Degree in Business, Hospitality, Engineering or a related discipline. - At least 2 years of experience in customer service, customer relations or frontline operations. Experience in the automotive industry will be an advantage. - Passionate about delivering exceptional customer experiences and building positive relationships with customers. - Comfortable interacting with customers in a fast-paced, service-oriented environment while managing multiple priorities. - Strong interpersonal and communication skills with the ability to remain calm, empathetic and professional when handling customer concerns. - A proactive problem-solver who enjoys coordinating across different teams to achieve the best outcomes for customers. - Meticulous, organised and able to manage multiple cases with good attention to detail. - Proficient in Microsoft Office applications.